Client Services Manager

SS&C Technologies Holdings; Basildon; On-site; GBP 30,000 - 50,000; Full time

Job summary

A global technology firm is seeking a dedicated Service Management professional based in Basildon, England. The ideal candidate will manage client relationships, ensure service standards are met, and monitor key performance indicators (KPIs) effectively. Responsibilities include liaising with clients and internal teams, producing service reports, and participating in meetings. Strong communication skills and a proactive approach to problem resolution are essential for this role. Join us to support ongoing client satisfaction and service excellence.

Qualifications

• Experience in service management and client relationship development.
• Strong communication and organizational skills.
• Ability to work within service level agreements and key performance indicators.

Responsibilities

• Manage client relationships and ensure service meets requirements.
• Liaison with internal operational contacts to resolve service issues.
• Produce and maintain service issues log weekly.
• Review and validate KPI information.

Job description

Job Description

Service Management

• Develop existing client relationships with relevant Clients
• Liaison with the clients' oversight team to ensure that service meets requirements
• Manage the communication and participate in resolving any service issues
• Understand client's business /products
• Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback

Issue Management

• Contact points for day-to-day service issues raised to or by Client or internal contacts
• Produce & maintain Service Issues Log on a weekly basis
• Day-to-day liaison with all stream area contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs
• Attend (weekly) Client conference call

Reporting

• KPIs
  • Review and validate KPI pack information
  • Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels
  • Provide commentary for KPI pack
• Stream Reporting
  • Ensure relevant information is available for Lead CSM representation at weekly Stream meeting

Communication

• Responsible for provision of service management related information to client contacts in a timely manner and in an appropriate format
• Liaise with internal operational/IT counterparts to facilitate information flow and appropriate actions

Meeting Management

• Participate in meetings (internal and external) & conference calls, as required
• Attend necessary internal prep meetings
• Involvement in the completion of supporting meeting documentation – agenda, minutes, actions etc.

New Business & Promotional Activity

• SS&C Products & Services
  • Develop SS&C product knowledge

Team Management

Sharing Best Practice

• Initiate and participate in departmental Best Practice discussions cross streams

Additional responsibilities

• To carry out any other duties which are within the employee\'s skills and abilities whenever reasonably instructed to support continuous development